Jeannie Fricke

• Oversaw team operations by providing comprehensive training and support to address electric vehicle concerns and manage customer inquiries.
• Monitored advisor communication in a chat forum, ensuring timely responses and accurate distribution of relevant information.
• Conducted evaluations of customer interactions to ensure compliance with established quality standards and promote consistency in service delivery.
• Supported managerial responsibilities through administrative tasks, including event coordination, logistics management, and operational processes.
• Directed training programs, staff supervision, and disciplinary actions to maintain team readiness and adherence to work schedules.
• Established and implemented a "double white glove" standard to deliver premium service experiences aligned with elevated customer expectations.

My current position change was being trained for Cadillac LYRIQ EV, HUMMER EV and BLAZER EV Concierge.

Offering double white glove level service to internal and external customers ensuring that their experience at General Motors exceeds expectations

Working with customers via chat and inbound/outbound phone calls to assist with a variety of issues (recall, order status, home install program, reimbursements, etc)

Staying informed on processes, procedures, and product knowledge and proactively handling casework to ensure customer inquiries are progressing in a timely and satisfactory manner while eliminating the burden off the customer

As a Team Captain I participate in peer call listening sessions, lead team engagement, and learning moments during weekly team meetings

Meeting  and exceeding  set benchmarks for Q1 metric including: quality scores, average hold and after call work, messaging response rates, conversation duration, and back to queue rates

• Addressed customer inquiries and concerns by delivering accurate and satisfactory solutions, ensuring clarity in communication.
• Conducted reviews of claimant and employer accounts, providing detailed information on claim filing procedures, status updates, and required follow-up actions.
• Identified alternative assistance options such as charitable resources for cases where unemployment benefits were unavailable; efficiently managed conflict resolution through de-escalation techniques.
• Provided guidance to callers on troubleshooting processes and assisted with navigating the state unemployment website to enhance user experience.
• Contributed to upholding a positive public reputation for the Missouri Unemployment Office through professional communication and effective problem-solving strategies.
• Operated personal computer systems, data entry terminals, and office software proficiently to ensure seamless support of daily operations while adhering to service standards.

• Supervision of a production line comprising 5 employees, ensuring operational efficiency and strict adherence to timelines.
• Procurement of required components to sustain uninterrupted manufacturing processes.
• Coordination with the Compounding department to uphold accurate labeling and packaging standards.
• Optimization of workflows and reinforcement of quality assurance protocols within production operations.
• Management of communication and scheduling between production teams to enhance resource utilization.
• Ensured consistent compliance with safety regulations and adherence to company guidelines throughout all production activities.

• Execution of administrative tasks to support office operations and improve overall customer experience.
• Management of incoming telephone inquiries, providing assistance with insurance claims and resolving related issues.
• Coordination and effective scheduling of appointments to optimize client interactions and streamline processes.
• Participation in special projects, ensuring deadlines are met while maintaining high-quality standards.
• Contribution to the organization and maintenance of accurate records, promoting efficient office workflows.
• Collaboration with team members to effectively address customer concerns and deliver exceptional service quality.

3201 West 16th StSedalia, MO 65302